Customer Support Executive, 6 month FTC (Remote in US)

Location: Fully remote in the United States Working hours: Mon - Fri, 10AM - 7PM EST Contract type: 6 months FTC. Immediate start required. ABOUT NIVODA 🚀 Nivoda is a global B2B diamond and gemstone marketplace that connects jewelry retailers with competitive, high-quality suppliers. With operations spanning multiple regions, Nivoda enables businesses to grow profitably by minimizing inventory risks and optimizing the supply chain. Our commitment to excellence, transparency, and innovation drives every part of our business — from supplier relationships to customer success.   OUR MISSION 🎯 Diamond and gemstone trading has long been plagued by inefficiency, opacity, and exclusivity. Nivoda was built to change that - to democratise access and empower every business, regardless of size or location, to buy and sell with confidence. Independent jewellers are at the heart of this mission. They deserve the same access to quality, pricing, and selection as the biggest players in the industry. That's exactly what we give them. ABOUT THE ROLE 🤔 As a Customer Support Executive at Nivoda, you'll play a vital role in ensuring our customers have a seamless journey with Nivoda. Your main responsibilities include answering customer inquiries via live chat, WhatsApp, and email, handling day-to-day client issues related to logistics, orders, website bugs, and serving as the voice of the customer internally. Collaboration with all departments is key, making you the glue that binds our organization together. If you are a problem solver, with a customer-centric approach to your work, this is an opportunity to make a real impact in a rapidly evolving industry. WHAT WOULD YOU BE DOING? 😎 - Focus on resolving customer issues and ensuring swift response times, making customer satisfaction a top priority. - Adapt to constant changes in our fast-paced, scale-up environment, and staying ahead of the curve with new product releases enabling you to deliver the best possible experience to our valued clients. - You will be measured through team KPIs, including resolution time and response time. In addition, you'll have the autonomy to set your own KPIs, giving you the freedom to drive your personal and team growth. - You’ll be working together with other teams in the business to tackle root causes of customer issues. - Answer customer inquiries via live chat, WhatsApp, and email, handling day-to-day client issues. WHAT DO WE NEED FROM YOU? 💪 - Minimum 2 years experience in online customer support, live chat, and calls. - 100% ownership and customer-first mindset - Organisation and ability to multitask across different platforms - Proactivity and forward thinking - Assertive nature and ability to be the voice of the customer when communicating internally - Excellent cross-functional collaboration skills NICE TO HAVE ✨ - Zendesk experience is highly desirable - Native or full professional proficiency in Spanish or French is highly desirable OUR CULTURE AND WHAT WE OFFER 😉 At Nivoda, we believe that employees today want to evolve in a collaborative, high-growth environment where they can demonstrate their abilities and thrive both professionally and personally. We are convinced that employees need to find alignment between their inner values and their company’s culture and mission to unlock their full potential. We work to create a culture of empowerment, continuous learning and growth where everyone can bring expertise, own projects and easily measure their impact. Dynamic working environment in a rapidly growing company. Enjoy a pleasant, low-hierarchy work environment. Engage in intellectually challenging work that contributes significantly to Nivoda’s success and scalability. OUR CURRENT BENEFITS 🕰️ A vibrant company culture 🧠 Plenty of opportunities for growth and learning 🚀 Chance to join and contribute to a company during its exponential expansion phase EQUAL OPPORTUNITY Nivoda is proud to be an equal opportunity workplace dedicated to promoting diversity. We don’t discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Even if it seems you don't meet 100% of our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable. Our Talent Acquisition Team is international. We kindly ask you to please submit your CV and application in English so that it can be reviewed correctly. Please note: this is a full time, fixed term position that's fully remote in the United States. Unfortunately, we are unable to offer sponsorship at this time. NOT QUITE THE RIGHT FIT? If after reading this job description you believe this is not the best fit for you, we’d encourage you to join our Talent Pool so we can keep you in mind as new roles open up. You can sign up here: Nivoda Talent Pool https://nivoda.com/careers?ashby_jid=384ab7fa-bcf9-45ab-8665-f5ee26476804 This ensures you're among the first to hear about openings aligned with your skills and interests.